Customer Service Rep

Southwest Airlines; Atlanta (GA); On-site; USD 30,307 - 34,440; Full time

Job summary

RBC Bearings Incorporated is seeking a Customer Service Representative in Baldwin Park, CA. The role involves answering product and service questions, processing orders, and preparing correspondences to ensure customer satisfaction.

Willingness to travel to support other RBC divisions roughly once a month is required. Responsibilities include maintaining customer accounts, resolving complaints, and providing accurate information while building trust with customers.

Qualifications

• High School diploma or GED.
• 1–5 years of related experience; manufacturing experience preferred.
• Ability to understand customers' needs and communicate clearly.
• Proficiency with basic computer systems and data entry.

Responsibilities

• Open and maintain customer accounts by recording account information.
• Resolve product or service problems and follow up for resolution.
• Suggest products by analyzing customer needs.
• Prepare reports by collecting and analyzing customer information.
• Handle high volumes of incoming calls.
• Identify and assess customers' needs to achieve satisfaction.

Skills

Attentiveness

Patience

Product knowledge

Clear communication

Tech-savvy

Conflict resolution

Positive attitude

Education

High School diploma or GED

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

RBC Bearings Incorporated (NYSE: RBC/RBCP) is a leading international manufacturer of highly engineered precision bearings, components and essential systems for the industrial, defense and aerospace industries. Founded in 1919, the Company is primarily focused on producing highly technical and/or regulated bearing products and components requiring sophisticated design, testing and manufacturing capabilities for the diversified industrial, aerospace and defense markets. We currently have 56 facilities, of which 37 are manufacturing facilities in ten countries and our market capitalization is approximately $6.2billion.

Job Title / Location

Customer Service Rep – Baldwin Park, CA

Description

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. The role includes processing orders, preparing correspondences and fulfilling customer needs to ensure satisfaction. The position requires willingness to travel to support other RBC divisions at most once a month.

Essential Functions

• Open and maintain customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure resolution.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Prepare product or service reports by collecting and analyzing customer information.
• Manage large amounts of incoming calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Resolve customer conflicts via phone, email, mail or social media.
• Use telephones to reach out to customers and verify account information.
• Assist with placement of orders, refunds or exchanges.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Utilize computer technology to handle high call volumes.
• Work with Business Development Manager to ensure proper customer service is being delivered.
• Compile reports on overall customer satisfaction.

The preceding functions have been provided as examples of the types of work performed by employees assigned to this job function. Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Education

High School diploma or General Education Degree (GED).

Experience

Minimum of 1–5 years of related experience, training or equivalent combination of education and experience. Previous manufacturing experience in a similar role is preferred.

Knowledge / Skills / Abilities

• Attentiveness; ability to understand customers’ needs.
• Patience; ability to stay calm when confused/frustrated customers reach out for support.
• Product knowledge to provide accurate information.
• Clear communication: ability to write, speak and listen effectively.
• Technologically savvy; able to understand modern technology (phones, computers, etc.).
• Conflict resolution; understanding and finding solutions to customers’ needs.
• Positive attitude; ability to make minor changes in conversational patterns.
• Basic-intermediate skills with Microsoft Excel, Word, PowerPoint.

Compliance

This role is subject to compliance with the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), which requires the incumbent to be either a U.S. citizen, lawful permanent resident ("green card" holder) or have refugee or asylee status.

Salary

Salary Range: $22–25 per hour. Relocation assistance not available and we are only considering local candidates.

Equal Opportunity Employer

RBC Bearings is an Equal Opportunity Employer to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.